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Mobile phone feature preferences, customer satisfaction and repurchase intent among male users

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  • Haverila, Matti

Abstract

Despite the fact that there is a plethora of research regarding the mobile phone feature preferences, there appears to be lack of research regarding the relationship between the feature preferences and their relationship between customer satisfaction and repurchase intent. Therefore the objective of this research is to investigate the mobile phone feature preferences among male respondents in Finland. In conjunction with this the conceptualization of the feature preferences is studied as well as their relationship to customer satisfaction and repurchase intent of the mobile phone. The results indicate that battery/talk time is the most important feature for the respondents. The respondents perceive there to be six logical factors among the feature preferences as follows: business functionality, support functions, aesthetics+design, parts+processes, solidity, and tones+games. The first three correlate with customer satisfaction, and only the business functionality factor correlates with repurchase intent. Finally the relationship between customer satisfaction and repurchase intent is investigated, and comparisons to similar studies are made. Limitations and managerial implications are discussed.

Suggested Citation

  • Haverila, Matti, 2011. "Mobile phone feature preferences, customer satisfaction and repurchase intent among male users," Australasian marketing journal, Elsevier, vol. 19(4), pages 238-246.
    • Handle: RePEc:eee:aumajo:v:19:y:2011:i:4:p:238-246
    DOI: 10.1016/j.ausmj.2011.05.009
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    Cited by:

    1. Hui Zhang & Huguang Rao & Junzheng Feng, 2018. "Product innovation based on online review data mining: a case study of Huawei phones," Electronic Commerce Research, Springer, vol. 18(1), pages 3-22, March.
    2. Hanen Khanchel & Karim Ben Kahla, 2019. "Job Dissatisfaction and Turnover Crises in Tunisia," Business and Management Research, Business and Management Research, Sciedu Press, vol. 8(3), pages 53-73, September.
    3. Kumar, Anil & Luthra, Sunil & Khandelwal, Dinesh Kumar & Mehta, Rajneesh & Chaudhary, Nityanand & Bhatia, Sukhdev, 2017. "Measuring and improving customer retention at authorised automobile workshops after free services," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 93-102.
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    5. Andy Fred Wali, 2018. "Customer Relationship Management and Marketing Effectiveness," Paradigm, , vol. 22(2), pages 101-124, December.

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